Refund Policy

Terms and Conditions

Here at WFO we like to keep things as easy and simple as possible. If you choose to purchase from our store you have agreed to accept our terms and conditions.

 Purchasing Information:

  • First in best dressed
  • No holds available
  • Cash, Credit Card and Eftpos facilities available
  • Buy Now Pay Later Financing with real-time approval available
  • Afterpay Available
  • Delivery of purchased items can be arranged via courier at a cost to the buyer
  • Pickup of purchased items can be arranged up to 2 weeks after the purchase between Monday to Friday 8am – 2pm by arranging a scheduled time only
  • Free Voucher offers given from our store are not able to be used in conjunction with any sale items. They may only be used on full priced items. If for some reason the website allows the voucher code to be used you will be contacted by head office to cancel the order or to finalize without free voucher. We are unable to provide further sale prices and take off the free voucher at the same time

Refund and Exchange Policy

To be eligible for an exchange or refund please contact us within 2 business days of receiving your order.

Your item must be unused and in the same condition that you received it in. It must also be in the original packaging, or it will incur a 20% restocking fee.

Refunds are only applicable if:

  • The item is damaged, and you were not informed of the damage at the time of your purchase and can’t be exchanged for a replacement.
  • The item is faulty, and you were not aware of the fault at the time of your purchase and can’t be exchanged for a replacement.

Exchanges and Refunds are not accepted if:

  • You have changed your mind and no longer want or require the item, or it is not suitable for your intended need
  • You decide you cannot afford the item
  • You were responsible for the fault
  • Wrong assembly resulting in damage
  • Wrong calculations of room space were made
  • Delivery was arranged by you
  • The Item does not fit through or in the purposed area
  • On Clearance, Display Stock (e.g. warehouse, display Centre, floor stock, as is cost price items, personal Facebook sales etc)

The cost of shipping and delivery is non-refundable. The cost of returning the item is to be organised by you.

All exchange and refund requests apart from the above will be assessed by management and you will be contacted with the final decision if it has been approved or declined at our own discretion.

All Exchange and Refund requests MUST be accompanied with the Original Receipt of Purchase. No exceptions.

Warranty:

We pride ourselves on quality and unless otherwise stated in the above terms, all items purchased come with a standard 12 month structural manufacturing fault warranty. All warranty claims MUST be accompanied with the Original Receipt of Purchase. No Exceptions.

Warranty is not included on any purchases that are display floor stock or any items sold at cost or below cost and marked on invoice as ‘AS IS”, including the ones listed in section Refunds and Exchanges.

Warranty does not cover foam, fabric or fabric damage. Does also not include wear and tear or other.

If you believe that your item has a manufacturing fault and it is under warranty you will be asked to provide images or video of the issue. If this is not sufficient or cannot be provided the return of the item is to be taken care of at your cost.

Any defects in the item purchased must be disclosed within 24 hours of pick up or delivery

It also excludes products used in commercial, rental trade.

Delivery:

WFO use independent couriers to get your order to you as soon as possible.

We are happy to calculate the couriers cost if you would like to have your items delivered, however we are unable to commit to specific delivery times.

We can arrange to give you a courtesy text or call approximately an hour or so prior to ensure you are home, or the item can be left in a safe place for you.  Any issues with delivery, missing pieces or faults on upon arrival is to be reported within 24 hours of receiving order.

Standard Delivery:

The standard delivery service is a one-person service to your door on ground level.

Standard deliveries are normally made Monday – Friday during normal business hours, excluding public holidays.

We are not able to deliver to PO boxes at all.

Please ensure you provide a physical street address (including business name if you are delivering to a business) when completing your shipping details.

For standard delivery the following is NOT included, and extra charges apply:

  • You are unable to assist the driver to get the item from the truck to your premises
  • Up any more than 3 steps to a house or ground floor building.
  • Assembly, unboxing or removal of packaging
  • Require a specific time
  • Require access over a balcony or fence
  • Is above the first floor
  • Where parking or vehicle access is restricted

Please note: During Covid Lockdown Period, if you are in a hot spot location OR the courier does not feel comfortable entering your home – the delivery will be made to the property only, and not inside.

Pre-order delivery: If you have ordered an item that is on pre-order, our staff will contact you as soon as it is available to arrange the delivery day.

Additional Assistance Deliveries:

If your item is to be taken up steps, above the ground floor or in a lift it will require a 2-person delivery service at an additional pre-booked fee.
Please contact us for a quote with the details of your property.

Please note: building access that requires delivery into a lift will be the responsibility of the customer to check if your item fits in the lift. If your item does not fit in the lift, we are unable to take it up the stairs. The item will be left at the delivery location for the customer to arrange alternative assistance to use stair access or if possible it will be taken back to the warehouse with an additional fee.

If you have any questions, please feel free to email us on [email protected]

Click and Collect 

We offer a FREE Click & Collect option that you can select at checkout. 

For furniture items, please ensure you bring someone to assist you to load your vehicle.  

We do not supply any strapping, rope, or protective coverings.

Please note that our warehouse is located 31 Ferry Road, West End QLD 4101 (Brisbane). 

Collection time must be booked in and confirmed prior to arrival.

Please call on 07 3844 6555 or email [email protected] to book in a collection time. 

Our Click and Collect hours are between 9am to 2pm Monday to Friday. 

Open some Saturdays 9am to 11am. 

 

Care for Goods

We are unable to take liability for furniture purchased that is not properly cared for. Please ask our staff if you require any assistance on knowing any care instructions.

 Thank you

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